on 16-09-2022 12:06
Hi team
I lost dial tone on my landline at approx 11.00am this morning. Whilst I was on a call the line dropped. The service status shows no landline faults. Please advise best route to report.
This has been happening fairly frequently over past 6 months. Sometimes it seems to resolve without, me needing to contact support, within a short period and sometimes I have to report the fault.
Answered! Go to Answer
on 16-09-2022 15:40
Hi Dave.
Yes I can confirm the tech appointment is cancelled, there is an area issue identified in the area. Our engineers are working to try and get this resolved for you as soon as possible.
The estimated end time for this to be resolved is tonight at 9:10pm. Please try the phone after this time and let us know if you're still having issues. You can also check for outage information online here or check your My Virgin Media app for more information
on 16-09-2022 12:25
Hi @snaved27
Welcome to the community
Sorry to hear you're having issues with your landline Can you confirm if you're phoneline is plugged into the main master socket, an extension or into the router? Also, how many pieces of equipment are connected to the phone line?
There are a few troubleshooting checks I will need you to perform to see if they are successful in resolving the issue. Can you:
Let me know if any of these checks work at all, or if anything changes with the dial tone.
on 16-09-2022 13:34
Hi
Thanks for the reply.
Yep tried all that. The master socket, the first one on the line into the house, is badged up Telewest.
As mentioned it had been working fine this morning around 11.00 whilst I was on a call when the line dropped and cut.
After testing and checking still no dial tone
Checked again status a short while and nothing shown
Rgds
Dave Evans
on 16-09-2022 13:44
Thank you for confirming this Dave. Let's see what we can find out at our side. Please join me on private message so I can locate your account and pass account security. You can see your private messages at the top of the page, in the envelope icon.
on 16-09-2022 14:53
Thanks so much for your private message Dave. I have now booked you a visit for your landline issue – you can check the date and time via your online account here. If you have any issues with accessing your online account or unable to see your visit, please do let us know and we’ll pop you a message to confirm.
There will be no charge for this visit unless:
• The technician diagnoses the faults as not being caused by our network/equipment
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.
Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment.
If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.
on 16-09-2022 15:35
Hi Carley
Just let you know. I borrowed a mobile and phoned in to technical support. Hard to contact support when your phone is not working and my own mobile is playing up. Tech Support stated there is a fault listed in my area. As mentioned unfortunately the booked appointment you gave me for tomorrow is not suitable as I am not in. I think I cancelled it, could you confirm as it s also not needed due to an external issue?
Thanks for your attempted help
Regards
Dave Evans
on 16-09-2022 15:40
Hi Dave.
Yes I can confirm the tech appointment is cancelled, there is an area issue identified in the area. Our engineers are working to try and get this resolved for you as soon as possible.
The estimated end time for this to be resolved is tonight at 9:10pm. Please try the phone after this time and let us know if you're still having issues. You can also check for outage information online here or check your My Virgin Media app for more information